CHCHCS001 Provide home and community support services
TITLE: Provide Home and Community Support services
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st Submission – Assessment Question No(s)
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1. Describe 2 ways a Support Worker could ensure they accurately interpret an individual’s
2. Provide 3 reasons an aged care /disability Support Worker should read and interpret an
3. Describe 3 reasons why home-based support workers must follow workplace policies and
procedures and instructions carefully when reading, interpreting and implementing an
individual’s Care Plan.
4. a. Name 3 different types of equipment that may be used by a person who needs help with
personal support or mobility.
b. Name 3 different types of equipment that may be used by a person who cannot speak.
c. Name 3 different types of equipment that may be used by a person who has poor bladder
and bowel control.
5. a. Where can you seek help if you do not know how to use a piece of equipment?
b. What action should you take if a piece of equipment is faulty?
6. a) Give 2 reasons why it is important that a Support Worker confirms the time and purpose
of the home visit with their Client.
b) Give 3 ways how you could do this?
7. List in point form, 4 things that a home based Support Worker should do when planning to
visit a person in their home.
8. Whilst working in a Client’s home, what are 3 situations that could ‘go wrong’ that would
require you to ring your Coordinator/Line Supervisor; for example, an unexpected event,
Client related circumstance or emergency.
relationship in the
2.1 Follow organisation’s procedures to assure the person of your
identity before entering the house
2.2 Communicate with the person to provide information, clarify
purpose of visit and confirm the person’s consent
2.3 Provide opportunity for the person to identify and express any
issues or concerns in relation to the visit and/or associated matters
2.4 Engage appropriately with others in the place of residence in
accordance with organisation policies
2.5 Check for hazards to own and others’ health and safety and
implement controls to manage risk
1. Identify 2 ways a home based worker could confirm their identity to a Client before
entering their home.
2. Where could you find written guidelines that would help you clarify procedures of how you
could assure the Client of your identity before entering the house?
3. Please mark the following as True or False.
a. If a family member greets you on your first visit rather than the Client, there is no need to
repeat your introduction to the Client themselves.
b. After your first visit to a Client’s home, there is no need to remind them again of your
name and why you are there.
c. When visiting a Client’s home, it is important to confirm the Client’s consent to enter their
4. Describe 2 ways you could communicate respectfully to clarify the purpose of your visit.
5. Describe 5 types of information support workers may need to communicate with a
person during a home visit.
Read the following scenario and answer the question that follows.
Mr Rodgers is a regular home visit Client. When you attend his home visit he tells you that he
wishes to make a complaint about the home Support Worker that visited him last week when
you were on annual leave. He tells you that she was a bit rude and didn’t introduce herself to
both himself and his wife on arrival.
6. What would you do to ensure Mr. Rodgers’ complaint was acknowledged according to a
typical workplace Complaints Resolution process? Give 5 examples.
7. Describe what a home Support Worker should do if it is outside their role to resolve a
service user’s complaint.
8. Describe 4 ways that home based workers can build rapport and engage appropriately
when conducting a visit to Clients in their homes.
Read the following case study and answer the questions that follow:
Anne, a coordinator is doing an initial visit to Bill, a new Client to provide wound care. Anne
found the front passage floor of his house was badly damaged by white ants. A risk
assessment identified this as high risk (likely to cause a major injury). As it was not possible to
eliminate the problem (this would have been a very high cost to Bill) the hierarchy of control
Agreement was reached for Bill to receive his treatment in the rear sunroom, which had a
concrete floor and safe rear access. Bill’s Support Worker, Jill, was informed of this and it was
recorded in his care folder. When the solution was reviewed it was found that to enter the
rear door to the sunroom Jill had to walk through tall grass, and as the weather was getting
hot this presented a further hazard (assessed as a high risk – unlikely but could cause a fatality
from a snake bite and also slip/trip or a fall). Anne then arranged for Bill’s son to cut the grass
regularly. These simple solutions allowed Jill to be safe while providing Bill’s treatment.
9. Identify 4 hazards in the above case study
10. List 3 possible hazards to your own and other people’s health that may exist in a home
11. a) Consider one of the hazards you have noted above. If you can immediately manage the
hazard, what are 2 actions you would take?
c) If you are unable to immediately manage the risk of the hazard you have identified, what
do you do?
b) Provide 2 examples of hazards you cannot manage.
respectfully in the
3.1 Negotiate how to best implement the individual plan to suit the
person within organisation procedures and respecting that the work
setting is the person’s home and personal space
3.2 Comply with duty of care requirements of role in relation to the
person and any other people
3.3 Demonstrate respect and sensitivity toward the person and their
place of residence
3.4 Deal with ethical dilemmas, behaviours of concern, possible abuse
and/or neglect in accordance with relevant policies and procedures
3.5 Maintain confidentiality in accordance with legislation and
organisation policy and procedures
1. List 4 ways in which you can ensure that you demonstrate respect for the Client and the
2. List 4 ways in which you can ensure that you demonstrate sensitivity for the Client and
the Client’s home.
3. List 3 ways in which you can negotiate how the Client would like you to carry out their
4. You have been working with the same Client for three months. After finishing your
allocated hours, the Client asks you to stay for an extra hour and complete some cleaning
that is not included in the care plan, the Client offers you ‘extra money’ to complete this
How would you respectfully tell the Client why you need to decline this offer?
Read the following case study and answer the questions that follow.
Mrs Blogs lives alone; she is a regular Client you visit each week. When you arrive and knock
on the door there is no answer. You can hear someone calling out that the door is open.
When you enter the house, you cannot immediately see Mrs Blogs but you can hear her
calling out from the hallway. When you investigate she has fallen when getting out of bed
and has gashed her forehead and has a very painful right leg.
5. What are your responsibilities in relation to duty of care in helping Mrs Blogs?
6. Identify 3 actions you could take in order to comply with your duty of care within your
Read the following case study and answer the question that follows.
You arrive at a Client’s home and check the Care Plan, which has been updated. Recent
instructions are that the Support Worker is to assist the Client to take their medication. You
have not been trained in this area and even though it is listed on your job role it has not been
part of the duties you have been performing with your current Clients.
7. Describe what you think may be 2 correct actions to take when you have not received the
required training for this procedure while maintaining your duty of care.
8. What are three ramifications of undertaking tasks for which you have not received
training? Use bullet points.
9. You are going to be providing support for a lady who has mild dementia. She moved to
Australia from Italy 25 years ago. Identify 3 ways you can find out information about her
cultural and religious beliefs. Please use bullet points.
10. A Client and her family have difficulty with English. List three ways you can demonstrate
respect and sensitivity toward the person and her family.
11. Consider the following dilemmas and explain what you do in each of them while
maintaining workplace guidelines.
a. The Client has asked you for a favour (that is not in their Care Plan) or insists you accept a
small gift from them to indicate their appreciation of your help. It is very hard to say no,
without hurting their feelings. Wouldn’t it be easier just to accept, as long as the item isn’t
too big or valuable?
What would you do/say in this situation?
b. Is it acceptable not to do some of your tasks if a Client won’t notice that you haven’t done
them? Give reasons for your answer.
c. You have a Client who is 70 and wants to access a sex worker and you don’t believe this is
right. What would you do/say in this situation?
Read the following case study and answer the question below.
Peter works as a home based Support Worker in a home and community care service. In his
personal life, Peter is having trouble finding a place to live as the lease on his flat is ending
next week. He cannot afford the rent on the places he has found so far. When he is working
with Mr. Woodley, he mentions that he is worried he will be homeless soon if he cannot find
somewhere to live. Mr. Woodley says that he has a spare room and that Peter would be
welcome to stay there, for no rent, until he finds somewhere else to live. Peter accepts the
12. From your understanding of relevant policies and procedures:
a) Has Peter overstepped the boundaries of his role?
b) Explain the reasons for your answer.
13. a. Describe 2 types of behaviours of concern that may be a threat to home based
worker’s safety when conducting a home visit.
b. Choose one from the above and explain how you would deal with it in accordance with
your organization’s policy and procedures.
14. Outline what you would do in the following scenario.
You are employed as a home based worker visiting Gustaf to help him with his showering and
dressing needs. While helping Gustaf you observe bruises on his back and arms.
15. Outline what you would do in the following scenario.
You are visiting Nasrin to provide some basic household domestic services as a home based
worker. Though often confused Nasrin clearly tells you she is concerned that all her money
seems to have gone missing and doesn’t know why.
16. When working with a Client in their own home. What are 3 examples of how you could
breach a Client’s confidentiality?
4. Complete reporting and
4.1 Comply with the organisation’s reporting requirements,
including reporting observations to supervisor
4.2 Complete and maintain documentation according to
organisation policy and protocols and using technology required
in the workplace
4.3 Ensure any arrangements for follow up visits are recorded and
1. Describe the value of the following three types of documentation that might be used
within an organisation.
2. Describe 4 factors a Support Worker must adhere to when reporting and completing
3. If you observed that a Client had unmet needs, that is, had needs that were not provided
for in the Care Plan, what would you do and how would you record this?
legal and ethical considerations for providing home and community services, including:
codes of practice
basic home fire safety and associated state/territory smoke alarm legislation
dignity of risk
duty of care
privacy, confidentiality and disclosure
work role boundaries – responsibilities and limitations
work health and safety
relevant organisation policies and procedures and how to access them, including risk
management practices when the work environment is a person’s home
personal and property security procedures, including personal security protocols and
relevant policy and programs, including:
home and community care (HACC)
Department of Veterans’ Affairs (DVA)
government community care directions
implications for work in the sector including:
empowerment and disempowerment
indicators of abuse and/or neglect, including:
1. What is an example of a code of practice that you must follow when providing home and
community care services?
2. What is your duty of care when working in a Client’s home?
3. In the event of a fire in a Client’s home, what telephone number would you call to notify
4. What are 2 reasons why smoke alarms must be routinely checked and tested?
5. What does it mean if the smoke alarm is making beeping/chirping sounds?
6. Give 2 reasons why dignity of risk should be considered when providing services in
7. What are 2 situations when are you legally allowed to disclose private and confidential
8. a) What is the name of the accreditation standards for aged care services provided in a
b) In this accreditation/practice standard, what is Standard 3 about?
9. List 4 examples of what a Client may ask you to do that is considered outside your job role
10. If you are working in a Client’s home, how are you likely to be able to access the
organisation’s policies and procedures that you work for?
11. List 3 issues you could be faced with that could endanger your personal safety and/or
security when working with Clients in their own home. How could you reduce the risk of
How could you reduce the risk?
12. What equipment could be used to ensure personal safety when providing services in
people’s homes? Give 3 examples.
13. What do the following programs provide to people receiving these services?
a) Commonwealth Home Support Packages (CHSP)
b) Department of Veterans Affairs (DVA) – Veterans’ Home Care (VHC) packages
c) Home Care Packages (HCP)
14. Briefly explain in your own words the ‘person centred’ service model of care.
15. Briefly explain in your own words the ‘consumer directed care’ service model of care
which Home Care Packages are based on.
16. Describe 3 ways in which a Support Worker can use an empowerment approach to
provide home support services.
17. Describe 3 ways in which a Support Worker can disempower a Client when providing
home support services.
18. Identify 2 indicators of:
a. physical abuse.
b. sexual abuse.
c. psychological/emotional abuse.
d. financial abuse.
19. If you observed any signs of abuse, what would you do?
Contact the proper authorities. Most jurisdictions have laws in place to protect victims and hold abusers accountable. Calling emergency services or filing a police report allows law enforcement to launch an official investigation.
Provide emotional support to the victim. Let them know they are not at fault and do not deserve to be mistreated. Offer a listening ear without judgment. Provide information about support resources and help them make an escape plan if needed.
Consider contacting a domestic violence or abuse hotline for guidance. These confidential services are staffed by professionals trained to handle these sensitive situations. They can advise the best next steps legally and help connect victims to counseling, shelters, and other services.
Be willing to testify or provide a witness statement if the case goes to trial. Abusers often try to deny or downplay their actions, so having eyewitness accounts can help achieve justice. However, do not put yourself in harm’s way or violate the victim’s privacy wishes.
Educate myself on the signs and dynamics of different types of abuse. This includes physical violence but also extends to sexual, emotional/psychological, and financial coercion and control. The more informed people are, the more likely abuse can be recognized early and victims empowered to seek help. (1,2)
In all cases, the well-being of the victim must be prioritized above all else. With compassion and by following proper legal protocols, we can all work to prevent abuse and support those who have suffered from it.